BIMtopia
/CEE 176G/276G | Summer 2024: Sustainability Design Thinking
CEE 176G/276G | Summer 2024: Sustainability Design Thinking
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CEE 176G/276G: Teaching Team Planning Page
/CEE 176G/276G | Master Databases
CEE 176G/276G | Master Databases
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Finalise problem statement

Finalise problem statement

Link to Student
Sumaiyya Ali
Journal Entry For
working

Finalised Problem Statement:

Many bank customers, especially those less comfortable with technology, feel frustrated and overwhelmed by long wait times and confusing communication sometimes due to understaffing.

Composite Character Profiles:

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Ms. Jones - Striking a Balance

  • A working mom (age: 58) with two young kids, juggles work-life balance but often struggle with occasional forgetfulness.
  • Tech savvy with limits. Can do online transaction but needs assistance with other things.
  • Human touch/ feedback matters to her
  • She finds online information overloaded and overwhelming and craves easy to understand explanation in plain english.
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Ms. Ramirez - The Overwhelmed Teller

  • a seasoned teller with 10 years of experience
  • feels overwhelmed by the constant influx of customers and the pressure to meet service quotas
  • she juggles multiple customer requests simultaneously, dealing with a constant stream of questions and complex transactions that require in-depth knowledge of financial products
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David Chen - A rushed Multitasker

  • a college sophomore juggling a busy class schedule and a part-time job, feels the pressure of long bank lines eating into his already limited time.
  • He often multitasks while waiting, checking his phone or finishing homework assignments, leading to occasional forgetfulness.
  • Completely comfortable with mobile banking apps and online resources, David prefers the convenience of digital transactions.
  • Complex financial matters like applying for a credit card or understanding investment options leave him feeling overwhelmed therefore, has to come to bank

Point Of Views:

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Ms. Jones

Ms. Jones needs a bank that offers clear communication and both online and in-person support as she is not comfortable with the tech and values personalized service, especially for complex financial matters and forgetfulness.

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Ms Ramirez

Ms. Ramirez needs a work environment with adequate staffing as she is well-equipped and knowledgeable banker. Ms. Ramirez can provide efficient and personalized service, reducing customer wait times and frustration.

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David Chen

David (student) needs instant financial assistance in complex matters because juggling classes leaves him no time, and complex financial stuff just goes over his head.